Get the latest technical support and service management insights online, in-person, and in your inbox.
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:
- Strategy and best practices
- Processes and procedures
- Service management
- Knowledge management
- Technology
- Workforce management
- Customer Experience
- Technical support
- Metrics and measurements
Beyond the archives of valuable content, new articles are released every week.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.
Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.
The Latest from SupportWorld
This article explains the difference between occupancy and utilization and why running a support team above 90% occupancy leads to burnout, rework, and lower service quality. It also offers practical ways to measure workload more accurately and set staffing targets that support sustainable...
Date Published November 10, 2026 - Last Updated November 10, 2026
Applications are open for the 2027 HDI Featured Contributor program, inviting IT service and support professionals to share practical insights across five key topic areas. Selected contributors will write six original articles during 2027, build professional visibility, and contribute meaningful...
Date Published November 5, 2026 - Last Updated November 5, 2026
AI is changing what IT needs to govern. Learn how visibility, ownership, and change evidence can help organizations manage AI agents and other digital assets.
Date Published November 2, 2026 - Last Updated November 2, 2026
This article explains why intentional recognition matters in IT support and how leaders can make team members feel seen for the work they do every day. It highlights practical ways to recognize people beyond metrics, connect their efforts to business impact, and strengthen team culture.
Date Published October 22, 2026 - Last Updated October 22, 2026
This article explains where service desk leaders should start with AI, from assessing organizational readiness to building a strong business case. It also covers vendor evaluation, employee transparency, pilot planning, and long-term adoption strategies.
Date Published October 19, 2026 - Last Updated October 19, 2026
Automation and AI can transform service desks by reducing repetitive tasks, improving response times, and enabling analysts to focus on complex issues. This article explores how to avoid automating bad processes, optimize workflows, and strike the right balance between automation and human...
Date Published October 5, 2026 - Last Updated October 5, 2026
Governance isn't just reporting or meetings—it's the rhythm that sustains improvements. Learn how clear cadences and actionable ownership drive consistent results.
Date Published September 28, 2026 - Last Updated September 28, 2026
The service desk is a critical source of experience intelligence, reflecting the effectiveness of organizational design and employee experience. By analyzing tickets and sharing insights, service desk leaders can influence ITSM, EX, and CX to reduce friction and improve outcomes.
Date Published September 21, 2026 - Last Updated September 21, 2026
Transform CSAT from a retrospective metric into a forward-looking tool. Learn how AI and CRM platforms can turn customer satisfaction data into actionable insights.
Date Published September 17, 2026 - Last Updated September 17, 2026
Service and Support teams provide critical insights into IT issues. Learn how transparent, data-driven incident reporting empowers leadership to act proactively.
Date Published September 14, 2026 - Last Updated September 14, 2026